Patient Access Representative, Pediatric Neurosurgery Clinic

About the role

Responsible for accurately registering patients in EMR, validating patient information, verifying insurance coverage, collecting required payments, and ensuring a best-in-class patient experience. Works under close supervision following established guidelines.

Responsibilities

• Customer Service
  • Advise patients courteously about collection, billing procedures, and anticipated charges to clarify their payment liability (target: fewer than 5 complaints per year).
  • Greet all patients and families warmly (zero complaints).
  • Answer patient/family questions and concerns appropriately (zero complaints).
  • Inform patients of their rights and Advance Directives upon request.
• Patient Registration & Records
  • Accurately obtain, edit, and maintain patient and insurance information in the clinic’s computer system.
  • Register patients efficiently in Epic and monitor patient flow to optimize the experience.
  • Review accounts to determine financial responsibility and arrange payment plans.
  • Assist patients with access to government and community resources to improve healthcare access.
  • Collaborate with physicians, nurse practitioners, and nursing staff to complete referrals per payor requirements.
  • Facilitate patient access to MyChart and other information systems.
  • Update patient records and enter charges accurately.
• Patient Flow & Documentation
  • Process referral documentation accurately and ensure timely scheduling/rescheduling of appointments.
  • Perform clerical duties (answer phones, retrieve records, type memos, etc.) efficiently.
  • File patient charts and information for easy retrieval.
• Payor Regulations & Financial Tasks
  • Research and resolve claim edits/denials within 2 days of notification.
  • Resolve billing discrepancies within 2 days of receipt.
  • Key charges, process batches daily, and prepare bank/deposit summaries after balancing payments.
  • Review and enter diagnosis/procedure codes at point of service for up-to-date records.
  • Verify and collect patient payments for services rendered 100% of the time.
  • Verify account balances, collect outstanding balances, and reconcile the daily cash fund.
  • Maintain knowledge of health plans, including co-pays, deductibles, and co-insurance.
  • Manage cash securely and ensure payments are accurately credited to patient accounts.
  • Meet site collection goals.
• Additional Duties
  • Serve as a backup for other clinic staff as needed.
  • Support clinic, hospital, and health system initiatives to improve operations.
  • Provide training and orientation for other team members when assigned.
  • Perform other duties as assigned.

Requirements

• Experience: 6 months in a customer service/front desk role or graduation from a front office/medical office program. A Bachelor’s degree may substitute for experience.
• Education: High School Diploma or equivalent.
• Skills:
  • Professional demeanor and excellent customer service skills.
  • Ability to multi-task and think critically.
  • Demonstrated computer literacy.
  • Proficiency in Epic (learned during introductory period).